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| Section | Weight | Objectives |
|---|---|---|
| Service Request Management | 25% | - SR categories, assignment rules and routing - Service catalog and entitlements - Milestones and action plans - SR creation, lifecycle and processing |
| Omnichannel Communications | 15% | - Work routing and queue setup - Media toolbar and agent notifications - Email, chat and CTI configuration |
| Digital Customer Service (DCS) | 20% | - DCS architecture and deployment - Authentication, profiles and security - Themes, templates and page customization |
| Knowledge Management | 15% | - Article management and access - Knowledge base setup and configuration |
| Fusion Service Overview and Setup | 15% | - Service configuration basics - Functional Setup Manager (FSM) usage - Security model, roles and access control |
| Customization, Productivity and Analytics | 10% | - Application Composer and extensions - OTBI reporting and integration basics - SmartText, hotkeys and audit features |
1. What should you do to enable Password Reset in Digital Customer Service (DCS)?
A) Obtain the Change Password Link and add it to your DCS page.
B) Add the Password Reset component to your DCS application.
C) Instruct users that they can only change their password by chatting with an agent.
D) Enable the "Password Reset" option in the User Administration component.
2. Which four actions does the REST API for Service Requests (SRs) allow?
A) Delete SR by SR number
B) Create SR
C) Delete SR by SR title
D) Update SR milestone
E) Update SR assignee
3. Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold
A) Resolution is due on Saturday, 2 PM EST.
B) If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
C) First Response is due on Friday, 12 noon EST.
D) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
4. To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?
A) Title, Category, Severity, Status
B) Title, Status
C) Title, Category, Severity
D) Title, Status, Problem Description
E) Title
5. Which two actions can you take when using Application Composer to create a new Trouble Ticket object?
A) You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
B) You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
C) You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
D) You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A,B,D,E | Question # 3 Answer: C,D | Question # 4 Answer: A | Question # 5 Answer: B,C |
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